Omni-Channel routes work to agents based on capacity and skills.
Test scenarios:
- Routing rules: case routes to right queue / agent based on criteria.
- Skill-based routing: case routes to skilled agent.
- Capacity: agent at capacity skipped; next agent gets work.
- Presence statuses: agent unavailable -> skipped.
- Decline behavior: agent declines -> next agent.
- Fallback: no eligible agent -> overflow queue.
Setup:
- Test users with different skills, presence configurations.
- Test cases / leads with various criteria.
Run:
- Submit work via Omni-Channel.
- Verify it lands with expected agent.
- Check queue behavior.
- Test edge cases (full capacity, all unavailable).
UI testing with Provar / Cypress for end-to-end agent experience.
Common pitfalls:
- Skipping multi-agent scenarios.
- Not testing capacity overflow.
- No declined-routing test.
Senior insight: Omni-Channel is rules-driven; test all rules paths.